Account Sites - Import
I have a large amount of Accounts with a large of amount of sites per Account, is there a way to import the site information for an Account after the Account has been imported or setup? Maybe by doing it on the SQL Server if necessary...
Business Rule link back to ticket is broken URL
Greetings! I have created a Business Rule that puts a ticket into an "Unassigned" group if it does not contain any of of our special keywords in the email that assign it to our appropriate groups. It also notifies me and one other head technician that this happens. The template for the notification email is as follows: A ticket has been opened and the name of the school was removed. Please assign this ticket to the appropriate group & technician. Also, please advise $RequesterMail that they
How should we transition our technicians from one domain to a shared domain?
Hey all, Currently our MSP is on its own domain (company.local). We have decided to get rid of this domain and instead start using accounts on our parent company's domain (corp.company.com). How should we go about this? I know we will need to use the shared domain option but I don't know what to do beyond that. Thanks!
Service Category - Empty
When I click NEW INCIDENT, and my "Accounts" dropdown says ALL ACCOUNTS, Service Category has the default selections such as Application Login and Communication, but once a select a Requester name and the "Accounts" dropdown changes to that account, there no longer and Service Category selections...how do I get the default Service Categories to stay as a selection?
Can one a requester in one account be a part of an approval process in another account?
I would like to set up a workflow wherein a requester in Company A submits a new hire hire form which requires sign off from an approver in Company B. Is this possible? I know how to do this within one account using the Service Workflow settings but wanted to know if it was possible to set up cross-company approvals.
Migrate Enterprise to Standard
Hello, I have tried the Enterprise Edition and now I will use Standard Edition. How procede to migrate data? I need install another server and backup normally? The Enterprise Edition are in version 8.2, now all versions is 8.3. I need install 8.2 version before migrate data and later upgrade manageengine?
Search Engine Marketing Services in Malaysia
All you have to do is build up your rankings in search engines to reach the first page and then start receiving relevant traffic and convert them into your leads/conversions. http://acmeeconnect.com/blog/internet-marketing-in-malaysia-what-are-your-best-options/
Contract Section in MSP - Status Field
Hi, Currently I have multiple contracts which dont have start and end dates, as they roll for a month at a time. I also dont want to have to keep changing the dates, can you advise how I get around this issue? Thanks, Tracy
Importing Sites from CSV (or change account for sites)?
We are currently setting up our ManageEngine (ServiceDesk plus MSP) and we put a lot of effort in creating a bunch of sites (with contact numbers, addresses etc). However, these were created under the wrong account and need to be merged with another account (which also unfortunately has a lot of sites and requesters already setup). Is there are way to export all of the site data (including addresses, phone numbers etc) and import it into the correct account? Or even change accounts for each site
Default Values on Requester Form
Is there a way to make EMAIL a required field when users are entering Requesters for an Account?
Two or more active directorys?
Hi, Is it possible to authenticate to two ore more Active Directory? We have several customers that have Active Directory and we want to let their users to access self service portal. All the best Micael Åman
How to comment a line on a SQL Query under Query Reports.
Hi, Is there a way to comment a line on a Query Report inside the aplication? The normal SQl does not work /* */ or -- does not work. Vitor.
Contracts - Additional Fields not saving data.
Hi, I created additional fields for Contracts with Success but when i fill them with data and save them, they appear blank and i guess they are not saving data. Can you please advise? Vitor.
Asset scan issue
I am running a windows asset scan on our domain. It will work fine for a few days. I have it set to add to a site called all assets. After a few days, it will start scanning items ans placing them in no site, and say they failed. They say they are in store, but when I click In store, see attached error. Any ideas? Running 8304
ServiceDesk Plus MSP - version 8.3 - Build - 8302 - Released
Dear User(s) We released SDP MSP - Hotfix Build 8302. Users who are in 8300 can download the service pack from here and upgrade to our latest build (8302). Other users refer the Migration path table available here and upgraded to our latest build 8302. What's new in ServiceDesk Plus - MSP 8302? Enhancements MSPSDP-5121: Backup technician can be assigned based on request creation time MSPSDP-5280: Customizable dashboard MSPSDP-7386: Create/Update/Delete support for Accounts through REST API MSPSDP-7376:
We renamed one of our account domains - what do we need to do in SDP?
Hey there, We changed abccompany.local to corp.abccompany.com. In order to avoid having duplicate users, etc. what do I need to do in ServiceDesk to reflect this change? Thank you!
Service Plan Monthly Allowance
Hello it does not seem possible to enter half hours in the monthly allowance for a service plan. We want to bill a client with 12.5 hours a month and it will not let me enter 12.5. Is that a feature or a bug? Running 8304 Thanks John
ServiceDesk Plus MSP - version 8.3 - Build - 8305 - Released
Dear User(s) We released SDP MSP - Hotfix Build 8305. Users who are in 8300 can download the service pack from here and upgrade to our latest build (8305). Other users refer the Migration path table available here and upgraded to our latest build 8305. What's new in ServiceDesk Plus - MSP 8305? Enhancements MSPSDP-7489: Ability to create reports based on WorkLog Additional Fields MSPSDP-7509: Country name "cape verde" is added to the country list in the site creation page Please contact our support
Awaiting Moderation!
I have a post titled "MSPSDP-3388?" that has been awaiting moderation for over 21 hours. How long does it take before my post gets...posted?
Project timespent and charges report
Report: Database : PGSQL select pdet.projectid "Project ID", pdet.title "Project Name ", pst.statusname "Status", acdef.org_name "Account Name ", au.first_name "Owner Name", longtodate(pdet.scheduledstarttime) "Scheduled Start Time", longtodate(pdet.scheduledendtime) "Scheduled End Time" , longtodate(pdet.actualstarttime) "Actual Start Time ", longtodate(pdet.actualendtime) "Actual End Time", pest.estimatedhours "Estimated Hours", cast((sum(cgt.timespent)/1000 * interval '1 second') as varchar)
Change Bind IP form SDP MSP on Centos 6.5
Hi I want to change the bind ip for ServiceDeskPlus MSP running on Centos 6.5 The service is started by running "service servicedesk start" I will appreciate your help.
Worklogs - Reports, Table Location and Visibility
Hi all, I'm new to the MSP product and this forum. We are running MSP ServiceDesk Plus and I have a few questions regarding Worklogs. 1. Are there any report templates which generate reports with Worklog Type information? 2. Which table does the Worklog Type information sit in? 3. Under Task Details I'm unable to select "Worklog Type" as a column. See image below. Any thoughts on this? Just to confirm this, various Worklog Types have been created as shown in the image below. Cheers, NSB
Default Values on Request Form
How do I set default values on the default Request Template?
How do I administrate multiple internal departments?
Here is my scenario: We have three departments currently. A call center, a Managed services department, and an Infrastructure team. Currently we have SDP MSP set up with the Managed services accounts and the infrastructure teams accounts. I can set all of the managed services accounts to "refer default settings" so that all my business rules, support groups, and other settings are all easily changeable. The call center is using SDP and has 14,000+ requesters. We need to migrate all of the requesters
Account Email Address Cached
We have several accounts set up within the service desk, the one that is currently active was set up with a dummy email address until it was agreed upon what it would be. Now the email address has been changed for the account and everything is working fine except for some reason when a technician replies to a request it is attempting to send from the original Account email address and not the updated one, because this email address no longer exists it is then defaulting to the main Mail Server email
ServiceDeskPlus-MSP 8302 Upgrade Issue
Hi ServiceDeskPlus-MSP Users, In certain scenario's after applying the recent build (8302) when you login to the application, the home page will appear blank. Kindly follow the below mentioned steps to fix the issue : Step 1 : Navigate to the below mentioned path and take a backup of the existing 'SDJSPClasses.Jar' file. ManageEngine\ServiceDeskPlusMSP\applications\extracted\AdventNetServiceDesk.eear\AdventNetServiceDeskWC.ear\AdventNetServiceDesk.war\WEB-INF\lib Step 2 : Fix for the same is available
If Edited Date is greater than x days and the request is ONHOLD, change the status automatically
Hi, There’s currently only an option to change from on-hold to open. We currently use an “Update Due” category to highlight the calls that need attention, based on time since last edit. I’d like to see a business rule, or similar, to be able to change the status of a call (to any other status) based on time and other criteria. Is this possible. Thanks, Tracy
three accounts with the same domain on servicedesk MSP?
Dear All, We have three departments which are using three copies of servicedesk plus. I want to merge them in one but each department wants its own dashboard and reports and all departments are using the same domain for example acme.com. So,I install servicedesk MSP and created an account for each department How can i configure servicedesk MSP to import the same domain users as a requester and technicians for each account ?
Request --> custom Views: Account as column
Hello When creating a custom view, could it then be made possible to see requests per Account in SDP-MSP? or add account as an column to see in default view. Thanks Best Regards Tommy
Additional field in Service Catalog
Hi, From where can I edit additional fields added in service catalog? Thank you
Blank column exporting report in excel
Hi we have this problem, empty columns inserted between data column when report exported, see the attached screenshot Build: MSP 8.2 Thankyou Michele Edit: could depend on joined cells, see for example "Time Spent" column, all rows are joined cells of J and K colums
Initiate Remote Support
Hi I'm using SDPMSP Standard Edition (Free) where no asset management in it. How do I initiate for remote session when request coming in from a requester? It seem remote support only able to kick out from asset tab? Does asset management available to purchase independently on standard edition? Advise appreciate Thanks,
Asset Serial Number As an Option for Report Wizard
Hi, Today we have Workstation ID as An Option for Reports on Incidents but is not an Option to Have Asset Serial Number. I Can added as report by query but then i will loose Links on my reports. re.SERIALNO AS 'Serial Number', LEFT JOIN SiteDefinition siteDef ON wo.SITEID=siteDef.SITEID LEFT JOIN Resources re on wo.SITEID=re.SITEID and wo.WORKSTATIONID=re.RESOURCEID This is what i use today. If you need this please vote.
Work order sent to the technician
Hello, Is it possible to add an option in ServiceDesk Plus MSP to send a work order in PDF format to the technician when he is dispatched to go to the client's office? The generated work order could come from a list of templates based on the category of the request. Thanks, Slav
Methodology Incident vs Problem
Hello, I need a idea or a suggestion for my system of open incident vs problems. Today, all is open as incident. We don't use problems. My question is: If I will use a problem interface, I will close the incident in same day or wait the problem solved for close incident? Today, the incident remains for days,weeks and months, to be solved. But it hinders the contractual billing, because I only billing incidents closed. Sorry for my english.
SDP MSP on mobile
Dear, Why I could not see Service Request (form Service Catalog) in SDP MSP mobile applications..?
new requests from my techs go in as unassigned account
Basically sometimes I will get an email from a client or anywhere, and then forward it to our support email address which goes into SD Plus MSP. That creates a request, but assigns it to our own MSP account. It is then painful to change the account to the correct client, as per http://helpdesk.manageengine.com/sd/AddSolution.sd?solID=138301 So I just want it so that when I or one of my own techs emails into SD Plus MSP it creates a request with no account assigned, and we can then more easily assign
Android app -account sorting
I am looking at using SD Plus MSP and noticed an issue with the Android app (not sure if it also applies to the iphone app). I have imported 400 or so accounts and now when I add a new request using the android app and drop down the list of accounts it seems to sort them in the order they were created/imported and not alphabetically. So I reimported my accounts alphabetically so it is ok for now, but as I add new accounts it adds them to the bottom of the list which is going to make it hard to find
SQL Reporting with a date of today
Hi I have a several custom reports which for example show how many calls each technician has updated today. The SQL query for this is shown below. We also use SQL reporting services to display a wallboard of automatically refreshed query results. If I copy the SQL query below at use it to form the basis of a Dataset in SQL Reporting Services I can create the requred table, however because the date is coded in the query, the same query can not be used for more than one day. Can you give me any advise
Technicians list emtpy in some cases and other questions
I am finding that when I create a new incident the technician list is populated ok initially, and if I choose an existing requester it is ok, but if I type in a new requester name (I'd then have it auto add when I submit the request) it wipes the technician list and I can't choose anything. I have to add the requester first, or I have to create the request and afterwards assign to a tech. It happens in any template (and I've only customised the default template, but it has all fields on it still)
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